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Principal Solution Architect; CCaaS Transformation
Job in
Town of Poland, Jamestown, Chautauqua County, New York, 14701, USA
Listed on 2026-09-01
Listing for:
Antal Poland
Full Time
position Listed on 2026-09-01
Job specializations:
-
IT/Tech
Systems Engineer, IT Consultant, Cloud Computing: Infrastructure & Operations, IT Project Manager
Job Description & How to Apply Below
Location: Town of Poland
We are looking for a Principal Solution Architect to lead the technical design of a large-scale Cloud Contact Centre (CCaaS) transformation programme. As the senior technical authority, you will define the end-to-end architecture, support platform selection, and provide technical governance throughout design, build, testing, and go-live phases.
Key Responsibilities
- Define the target solution architecture and technical blueprint for the CCaaS platform.
- Lead technical evaluation and selection of CCaaS vendors.
- Design integrations across CRM, APIs, middleware, and enterprise systems.
- Ensure AI, bot, analytics, workforce management, and data components align with the overall architecture.
- Provide architecture governance, design authority, and technical risk management.
- Support testing, go-live readiness, and deployment activities.
- Act as a trusted advisor to client stakeholders and project teams.
Requirements
- Proven experience as a Solution Architect on enterprise CCaaS implementations.
- Hands-on expertise with platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Sprinklr, or Avaya.
- Strong background in integration architecture, APIs, middleware, data migration, and omnichannel contact centre solutions.
- Experience producing technical blueprints and governing complex transformation programmes.
- Excellent stakeholder management and client-facing communication skills.
Nice to Have
- CCaaS or enterprise architecture certifications (e.g. TOGAF).
- Consulting or systems integration background.
- Experience with conversational AI, Agent Assist, knowledge management, and customer experience solutions.
- Understanding of contact centre operating models and workforce management.
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